Customer Service Manager

About the Company

We are a globally recognized premium consumer products company with an established international presence, operating across direct-to-consumer, wholesale, and retail channels. Our brand enjoys a dedicated worldwide following and we function with the agility and clear identity of a focused organization.

About the Role

We seek a seasoned Customer Service Manager to lead the enhancement of our customer experience division. This person will be responsible for managing daily customer service operations, maintaining the premium standards of the brand at every point of customer interaction, and representing the customer's voice internally throughout the company.

The role requires collaboration with multiple departments including Operations, E-Commerce, Marketing, Logistics, and Product Development to convert customer feedback into practical improvements, thereby continuously elevating our care and communication with customers globally.

Primary Responsibilities

• Oversee daily operations of customer service, ensuring all communications are timely, accurate, and empathetic.
• Handle customer inquiries through email, chat, and other digital platforms using designated service tools.
• Produce written communication that reflects the brand’s premium image.
• Ensure adherence to corporate policies, procedures, and service quality standards in all customer interactions.
• Exhibit initiative, sound judgment, and accountability while working both autonomously and collaboratively.
• Track key performance indicators such as response time, customer satisfaction scores, resolution timelines, and overall service quality.
• Detect customer trends and recurring issues, conveying actionable feedback to leadership and relevant teams.
• Utilize data-driven methods to assess service effectiveness and identify areas for enhancement.
• Constantly refine customer service workflows, processes, and documentation.
• Collaborate across departments to resolve customer issues and improve the overall customer journey.
• Develop expertise in various business systems including customer service platforms, ERP, and order management tools.

Requirements

• 3 to 5 years’ experience managing customer service teams, ideally in beauty, skincare, luxury retail, or high-end consumer goods sectors.
• Proven experience in handling communications across email, chat, and other digital channels.
• Strong leadership capabilities with skills in coaching, motivating, and fostering team development.
• Outstanding verbal and written communication skills with excellent attention to detail.
• Familiarity with customer service software like Gorgias, Zendesk, or similar CRM platforms.
• Experience with ERP solutions such as NetSuite is highly desirable.
• Exceptional organizational skills capable of juggling multiple priorities in a dynamic environment.
• Analytical mindset oriented toward solving problems with data-supported decisions.
• Professional fluency in written and spoken Spanish or French is strongly preferred due to international customer base.
• Must reside in the New York City metro area and be able to commute regularly to the NYC office.

Compensation and Benefits

• Annual base salary ranging from $65,000 to $75,000 based on experience.
• Health, dental, and vision insurance plans.
• Participation in a 401(k) retirement plan.
• Paid company holidays and personal time off.